12 Flight Cancellation Refund Rules Every Passenger Should Know (2025 Update)

11. Disputes, escalation, and DOT complaints

Rule summary: If an airline refuses a valid refund claim, escalate internally and then to the U.S. Department of Transportation. The DOT accepts consumer complaints about airline refund practices and may investigate repeated issues. Include your reservation, proof of payment, correspondence, and a clear timeline when filing a complaint. Steps to escalate: first ask to speak with a supervisor and document that interaction. If the airline still refuses, submit a DOT complaint online with all supporting materials. The DOT’s complaint portal guides you through required evidence and typically acknowledges receipt quickly. While DOT timelines vary, a well-documented complaint raises the chances of a favorable outcome. Bonus tip: contact your credit card company if the refund is overdue and you paid by card. Card issuers have dispute procedures that often work in parallel with airline escalation. Keep both routes active until you get a refund or an acceptable resolution.